Overview of project
The Design System
Employee Portal B2C
Employer Portal B2B
Customer Support
One System with
Three Portals
Four years at an inherited B2B2C retirement platform. Grew into the systems and cross-portal work — B2C accounts, B2B employer sponsorship, internal ops tooling. Token architecture and product flows across all three.
My summary of the project
The challenges & problems of the older portal
0:05
TRANSCRIPT
Role
Product Designer
Project
B2BB2C Retirement Services platforms
White labeled
FinTech
Scope
Owned the platform for accountholders, helped establish the employer portal, and supported the customer support portal
Problem
The platform didn't adapt across viewports, but the bigger problem was that it didn't adapt to how users actually think. Workflows were built around the system's logic, not the user's mental model.
Impact
75% drop in call volume within two quarters of launch.
365K accounts on the platform, up from 30K.
$22M Series C raised.
Morningstar partnership integrated live financial data directly into the platform.
OneAmerica came on as an enterprise client.
Compliance errors dropped. CS went from reactive to preventative.
3 Main Points Iralogix was facing
FOR B2C
72%
of accountholders abandoned retirement
tasks before completion. Every failed
attempt ended in a support call.
"I logged in three times trying to change my
investments. I never figured it out."
— Accountholder, Dental Guild Plan
FOR B2B
14 min
average time to process a single change
request. The platform didn't exist,
pushing everything to be dont via Customer Support and Zoom meetings.
"If I needed to change anything, I had to call.
There was no other way."
— Plan Administrator, Brick Layers Union
FOR SUPPORT & OPERATIONS
400+
calls handled weekly. 60% were for tasks
the platform should have automated.
"We weren't just support. We were the only way
anyone could get anything done."
— Operations Specialist
3 Main Points Iralogix was facing
Product Designer
Building digital products in FinTech & MedTech — turning identified problems into scalable solutions.
View Work
Selected Work
04 Projects
01
FinTech
ClearPath
Investment portfolio tracker redesigned for clarity. Reduced decision friction by 40%.
02
MedTech
MedCore
Patient record interface for clinic staff. Streamlined data entry reducing errors by 60%.
03
FinTech
PulseFlow
Real-time payment approval dashboard. Built for speed and trust under high transaction load.
04
MedTech
Vitals
Remote monitoring app for chronic care patients. Designed for daily use with minimal cognitive load.
About
I’m Jordan Ford — a product designer based in New York, specializing in complex interfaces for FinTech and MedTech. I work where research meets craft, designing systems that scale.
6+
Years Experience
20+
Products Shipped
2
Industries
Get in Touch
Let’s build something worth using.
Say Hello
Overview of project
The Design System
Employee Portal B2C
Employer Portal B2B
Customer Support
One System with
Three Portals
Four years at an inherited B2B2C retirement platform. Grew into the systems and cross-portal work — B2C accounts, B2B employer sponsorship, internal ops tooling. Token architecture and product flows across all three.
My summary of the project
The challenges & problems of the older portal
0:05
TRANSCRIPT
Role
Product Designer
Project
B2BB2C Retirement Services platforms
White labeled
FinTech
Scope
Owned the platform for accountholders, helped establish the employer portal, and supported the customer support portal
Problem
The platform didn't adapt across viewports, but the bigger problem was that it didn't adapt to how users actually think. Workflows were built around the system's logic, not the user's mental model.
Impact
75% drop in call volume within two quarters of launch.
365K accounts on the platform, up from 30K.
$22M Series C raised.
Morningstar partnership integrated live financial data directly into the platform.
OneAmerica came on as an enterprise client.
Compliance errors dropped. CS went from reactive to preventative.
Home
Work
About
Hi, I'm Jordan Ford, a product designer & design engineer
with experience in FinTech, MarTech, and Generative AI.